Treating Customers Fairly and Complaints Handling

Course Summary:

With the preservation of a strong consumer protection focus by the Central Bank, ‘Complaints Handling’ and ‘Treating Customers Fairly’ (under the Consumer Protection Code) is a priority for customer/consumer-facing firms. The manner in which consumers and customers are treated will be the subject of continued supervision and enforcement work by the Central Bank. Using current case studies, this course is essential for firms wishing to demonstrate their understanding of, and compliance with, these important principles and integrate these into their businesses and culture. This course covers the Financial Services Ombudsman’s complaints procedures. This course will also be of benefit to MiFID firms as there is no underlying rule on how these firms must handle complaints under the MiFID Regulations.

Course Content:

By attending this course participants will:

understand Central Bank’s and the FSO’s requirements in this key area;

learn the fundamentals of making objective decisions with regard to consumer complaints;

increase your confidence and competence with TCF;

understand how appropriate procedures and processes will build positive customer relationships and reduce the need for cases to be referred to the FSO; and

see how mock examples of complaints will be utilised to show how the complaint should be properly handled.

Who Should Attend:

Directors (Executive & Non-Executive)

Compliance Officers

Customer relationship staff & managers

Complaints investigation staff

Customer relations staff

Customer feedback & performance analysis staff

Client Sales staff

Cost:

€380 per attendee (All training fees are VAT exempt)

Details:

Date

Time

Venue

Wednesday 8th May 2019

9.15am - 1.15pm

38/39 Baggot Street, Dublin 2

Alternative Payments:

To pay by bank transfer/cheque please make your booking via bookings@complianceireland.com including the course name, course date, your name and contact details (including email address and telephone number). We will email you with an invoice and course details which includes the details of how to make payments.